# Solvey > Solvey is an IT helpdesk ticketing app for internal IT teams of one to 50+: a ticket queue with SLA targets, a self-service requester portal, and a full REST API with signed webhooks — one plan, everything included, no tiers. Each page below is also available as plain Markdown by appending `/markdown` to its URL. Everything in one file: https://solvey.io/llms-full.txt ## Get started - [Set up your organization](https://solvey.io/help/getting-started/markdown): The first hour: invite your team, decide how requesters get in, and switch on the parts you want. - [Roles and permissions](https://solvey.io/help/roles-and-permissions/markdown): Who can do what: the four roles, which ones take a seat, and how to adjust them. ## Daily work - [Work the queue](https://solvey.io/help/working-tickets/markdown): Statuses, priorities, assignment, tags, views and merging duplicates — the daily loop. - [Public replies and internal notes](https://solvey.io/help/replies-and-notes/markdown): The difference between answering the requester and talking to your team — and why it can't be mixed up. - [SLA targets](https://solvey.io/help/sla/markdown): Set first-response and resolution targets per priority, and read the timers on every ticket. ## Requesters and email - [The requester portal](https://solvey.io/help/requester-portal/markdown): Where the people you support raise and follow their tickets, and how they get access. - [Email-to-ticket](https://solvey.io/help/email-to-ticket/markdown): Your organization's email address: who can write to it, how replies thread, and what is not kept yet. ## Account - [Billing and seats](https://solvey.io/help/billing/markdown): The free trial, per-seat pricing, changing seats yourself, and what happens if you stop paying. - [Export and deletion](https://solvey.io/help/your-data/markdown): Download everything your organization owns, any time, and how deletion works. - [API and webhooks](https://solvey.io/help/api-and-webhooks/markdown): Connect Solvey to your other tools: API keys, the REST API, and signed webhooks — included, no tiers. ## Developers - [API reference](https://solvey.io/docs/api): every REST endpoint, with examples. - [Webhooks](https://solvey.io/docs/webhooks): events, signatures, retries. --- # Set up your organization > The first hour: invite your team, decide how requesters get in, and switch on the parts you want. Source: https://solvey.io/help/getting-started ## What you get Your organization has its own address, `https://.solvey.io`. Your team works the queue in the **console** there; the people you support raise and follow their tickets in the **portal** at `/portal` on the same address. ## Invite your team 1. Open **Organization → Members**. 2. Under **Invite a team member**, enter their work email and pick a role: **Agent** or **Admin**. 3. Select **Send invite**. They get an email with a sign-in link; their role applies when they accept. Every Admin, Agent and Assistant takes a paid seat. Members — the people who raise tickets — are free and unlimited. See [Roles and permissions](https://solvey.io/help/roles-and-permissions). ## Decide how requesters get in Under **How requesters join** on the same page, choose one: - **Invite-only.** You invite each requester by email. - **Open by email domain.** Anyone signing in with a verified address at the domains you list can join on their own — for example `acme.com`. Details in [The requester portal](https://solvey.io/help/requester-portal). ## Switch features on or off **Admin center → Add-ons** lists the optional parts of Solvey — such as the requester portal, ticket merge and webhooks — and whether each is on. Turning one off hides it everywhere, including the API. ## Next steps - Set response and resolution targets: [SLA targets](https://solvey.io/help/sla). - Let people email you (rolling out — not on every organization yet): [Email-to-ticket](https://solvey.io/help/email-to-ticket). - Learn the queue: [Work the queue](https://solvey.io/help/working-tickets). --- # Roles and permissions > Who can do what: the four roles, which ones take a seat, and how to adjust them. Source: https://solvey.io/help/roles-and-permissions ## The four roles - **Admin** — everything, including billing, settings and removing people. Takes a seat. - **Agent** — works the whole queue: replies, notes, triage. Takes a seat. - **Assistant** — a team seat with narrower defaults, adjusted on the Permissions page. Takes a seat. - **Member** — the people you support. They raise tickets and see only their own. Free and unlimited. ## Adjust what each role can do **Admin center → Permissions** is a matrix of actions by role. Some limits cannot be switched off: Members never see the whole queue and never see internal notes, whatever the matrix says. ## Change someone's role or remove them On **Organization → Members**, admins change roles and remove people. Only an admin can remove someone, and never themselves — ask another admin. The last admin cannot be demoted. ## Your own settings **Settings → Personal settings** holds your display name, theme (light or dark) and your own overview cards. Your sign-in itself — email, password, Google or Microsoft — is managed from the user menu in the top bar. --- # Work the queue > Statuses, priorities, assignment, tags, views and merging duplicates — the daily loop. Source: https://solvey.io/help/working-tickets ## The queue **Tickets** lists the queue. Click anywhere on a row to open the ticket. Click a person's name to see their card — role, open requests, assigned tickets — and a link to their full page. **Overview** shows headline numbers for the team and for you; admins choose the cards in **Admin center → Overview Settings**. ## Update a ticket The ticket page has one **Update** button. The status, priority and assignee in the side rail and the reply in the composer are saved together, and every change is recorded in the ticket's history, which cannot be edited. Built-in statuses are **Open**, **Work in Progress**, **Pending**, **Resolved** and **Closed**. Priorities are **Low**, **Normal**, **High** and **Urgent**. ## Custom statuses and fields Admins shape tickets in **Admin center → Customize Ticket**: rename statuses, add your own, disable the ones you don't use (Open, Closed and Merged always stay), add custom fields (text or dropdown), and set the wording of the new-ticket form. Disabled statuses can be restored. ## Views A view is a saved filter and column layout for the queue. Make your own in **Settings → Views**; admins publish views for everyone in **Admin center → Organizational Views** and can give each team member a default one. ## Merge duplicates On the duplicate ticket, enter the key of the ticket to keep (for example `SLV-1043`) and merge. The duplicate keeps its own conversation and history and points to the one you kept; nothing is moved or rewritten. Merging is an add-on and may be switched off in **Admin center → Add-ons**. --- # Public replies and internal notes > The difference between answering the requester and talking to your team — and why it can't be mixed up. Source: https://solvey.io/help/replies-and-notes ## Two kinds of message - **Public reply** — the requester sees it in the portal and gets it by email. - **Internal note** — only your team sees it. It never leaves your organization: no email, never visible in the portal. The composer switches as a whole: the box changes colour and says which one you are writing, so a note can't be sent as a reply by accident. ## What the requester sees Requesters see public replies and when the status changed. They do not see internal notes, that notes exist, or who the ticket is assigned to. ## Replies by email When email is set up for your organization, requesters can answer by simply replying to the email we sent; their reply lands on the same ticket. See [Email-to-ticket](https://solvey.io/help/email-to-ticket). --- # SLA targets > Set first-response and resolution targets per priority, and read the timers on every ticket. Source: https://solvey.io/help/sla ## Turn it on 1. Open **Admin center → SLA** and tick **Enable SLA tracking**. 2. For each priority, set **First response** and **Resolution** targets in minutes. 3. Set the **At-risk warning** — the share of the time elapsed at which a timer turns to at risk. ## Reading the timers Each ticket shows a bar per target. A bar freezes where its target was met; a tick marks the warning threshold; a breached target stays breached. The first public reply from your team meets the first-response target; moving to a resolved status meets resolution. ## When the clock runs Each status decides whether the resolution clock runs while a ticket sits in it; resolved and closed statuses stop it. Admins set this per status in **Admin center → Customize Ticket**. --- # The requester portal > Where the people you support raise and follow their tickets, and how they get access. Source: https://solvey.io/help/requester-portal ## What requesters can do At `/portal` on your organization's address, requesters raise tickets, see their own tickets and reply to them. They never see other people's tickets or your internal notes. The portal shows your organization's name and logo. ## Giving access - **Invite-only:** in **Organization → Members**, invite a requester by email. The link is personal and expires after 7 days. - **Open by email domain:** anyone who signs in with a verified address at a listed domain can join on their own. Someone can't be both on your team and a requester in the same organization. ## Your logo and name Upload a logo (PNG, JPEG or WebP, up to 512 KB) in **Admin center → Organization settings**. The same page sets your timezone. --- # Email-to-ticket > Your organization's email address: who can write to it, how replies thread, and what is not kept yet. Source: https://solvey.io/help/email-to-ticket ## Your address Each organization receives mail at its own address, shown under **Requests by email** on **Organization → Members** — for example `acme@in.solvey.io`. Forward your existing help address (such as `help@acme.com`) to it and nothing changes for your users. > **Note:** Email intake is being switched on across Solvey. If the section says it is not set up yet, it is not available on your organization today. ## Who can open a ticket by email - Anyone already in your organization. - If requesters join **by email domain**: anyone writing from an allowed domain. They become a requester automatically and can sign in to the portal later with the same address. - Anyone else is refused, with one short automatic reply. Auto-replies, bulk mail and messages that fail sender checks never become tickets. ## Replies thread correctly Our emails about a ticket carry a reply address unique to that ticket, and thread under the requester's original message in Gmail and Outlook. Their reply is added to the ticket as a public reply. ## Not kept yet Attachments are not stored yet: the ticket lists the names of any files that came with the email. --- # Billing and seats > The free trial, per-seat pricing, changing seats yourself, and what happens if you stop paying. Source: https://solvey.io/help/billing ## Pricing You pay per team seat (Admin, Agent, Assistant), monthly, cheaper as you grow: the first 5 seats at $15 each, seats 6–15 at $12, and every seat after that at $9. Requesters are free. There is one plan with everything included — no tiers, no add-on fees. ## The trial New organizations get 14 days free with no card. When the trial ends without a subscription, everything stays readable and exportable, but nothing can be changed — no new tickets, replies or invites — until an admin subscribes. ## Subscribe and change seats Everything is in **Admin center → Billing**: subscribe, add or remove seats (charged or credited pro rata, immediately), update your card and download invoices, cancel, or undo a cancellation. You can't buy fewer seats than the people currently holding one. ## If you cancel Everything works until the end of the paid period. After that the organization is read-only, and its data is deleted after the retention period unless you subscribe again. Export first: see [Export and deletion](https://solvey.io/help/your-data). --- # Export and deletion > Download everything your organization owns, any time, and how deletion works. Source: https://solvey.io/help/your-data ## Export In **Admin center → Organization settings → Your data**: - **Download JSON export** — the whole organization: members, statuses, custom fields, every ticket with its comments and history, views, and your API keys and webhooks (without their secrets). - **Download tickets CSV** — the ticket list for spreadsheets. Export works even when the trial has ended or the subscription has lapsed. ## Deletion On the same page an admin can **Schedule deletion**. It happens 30 days later and can be cancelled until then; after that the organization's data is gone for good. --- # API and webhooks > Connect Solvey to your other tools: API keys, the REST API, and signed webhooks — included, no tiers. Source: https://solvey.io/help/api-and-webhooks ## API keys Create keys in **Admin center → API keys**. A key is either read-only or read-write, belongs to your organization, and can be revoked at any time. Anything the console can do, the API can do. ## Webhooks In **Admin center → Webhooks**, subscribe a URL to events such as a ticket being created or replied to. Every delivery is signed, retried with backoff if your server is down, and logged so you can inspect and resend it. ## Reference Endpoints, fields and examples are in the [API reference](https://solvey.io/docs/api) and the [webhooks guide](https://solvey.io/docs/webhooks).